We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 381082 results
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Decision Reference DRN-5548556
1 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5548556 The complaint Ms P is unhappy that Bank of Scotland plc trading as Halifax haven’t refunded money she lost as a result of a scam. Ms P is being represented by a professional representative but for ease of reading I’ll only refer to Ms P in the decision. What happened The d... (3 pages)View decision -
Decision Reference DRN-5676636
1 Sep 2025 esure Insurance Limited UpheldInsuranceDRN-5676636 The complaint Mr A complains about how esure Insurance Limited (‘esure’) handled a claim made on his car insurance policy including the total loss valuation it placed on his car and a poor standard of communication. What happened In December 2024 Mr A contacted esure to mak... (4 pages)View decision -
Decision Reference DRN-5621593
1 Sep 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5621593 The complaint Mr R and Mrs R complain Acromas Insurance Company Limited (Acromas) unfairly settled Mrs R’s claim on her motor insurance policy after his car was classed as a total loss. And it incorrectly told them the car was able to be inspected by the main dealer. Refere... (4 pages)View decision -
Decision Reference DRN-5732981
1 Sep 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5732981 The complaint Mrs P complains about end of term charges she was asked to pay by LeasePlan UK Limited. trading as Leaseplan. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events... (2 pages)View decision -
Decision Reference DRN-5636441
1 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5636441 The complaint Mr M is unhappy with customer service provided in relation to a credit card with Capital One (Europe) plc. What happened Mr M spoke to Capital One about his credit card on 24 January 2025 on the phone. Mr M was unhappy with the call. He said nothing was done t... (3 pages)View decision -
Decision Reference DRN-5446420
1 Sep 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5446420 The complaint Miss G has complained that Loans 2 Go Limited trading as Loans 2 Go unfairly provided her with a loan What happened On 01 July 2019, Miss G entered into a loan agreement with Loans 2 Go as shown below: Date Amount of credit Term Monthly paymentTotal repayabl... (3 pages)View decision -
Decision Reference DRN-5623554
1 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5623554 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY trading as Ulster Bank (‘Ulster’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr S throughout this deci... (3 pages)View decision -
Decision Reference DRN-5787087
1 Sep 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5787087 The complaint Miss M complains about the quality of a used car she acquired with finance provided by Close Brothers Limited (trading as Close Brothers Finance) (CB). Miss M is represented by a relative but I’ll refer to everything that’s been said on her behalf as if she sai... (4 pages)View decision -
Decision Reference DRN-5786564
1 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5786564 The complaint Mrs F complains that TSB Bank plc defaulted her account and passed it to a debt collection agency (DCA). What happened Mrs F says she set up a payment arrangement with TSB when she got into difficulties with repayments on her credit card and loan. However, she... (4 pages)View decision -
Decision Reference DRN-5674792
1 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5674792 The complaint Mr M complains about the way in which HSBC UK Bank Plc trading as First Direct has recorded a default on his credit file. What happened Mr M holds a credit card account with HSBC. He experienced a change in his circumstances which impacted on his finances and i... (3 pages)View decision
